Richard Mcfadden Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina Area

Oversee and responsible for problem resolution of all related computer hardware and software incidents escalated from help desk support personnel. Troubleshoot and restores technical services and equipment problems by analyzing, identifying, and diagnosing faults and symptoms. Responsible for recommendations on hardware or software upgrades or replacement. Responsible for monitoring and management of IT security “Best Practices” and standards.• Provide Tier-3 and more complex technical support to customers on all computer hardware, network, telephony, and software programs. Provide training to customers to ensure optimum utilization of programs.• Develop and recommend procedures, processes, and controls for problem prevention and IT security.• Analyze the technical performance and reliability of products, systems, and services against industry standards and makes recommendations on hardware and software upgrades or replacement as needed.• Provide guidance to other analysts and technicians and be designated as a “lead” worker.

Charlotte, North Carolina Area

• Manage team of FTE’s and contractors• Provide support to 178 National Scout Shop Stores throughout USA and Puerto Rico• Successfully deployed new Point of Sale (POS) system• Maintain SQL scripts, reports and master images• Responsible for all system configuration and security for POS system• Travel to new store setups to install systems to insure complete functionality• Responsible for budget of over $10M• Recruit, interview, hire/fire technicians• Appraise staff• Maintain and insure that all procedures pertaining to Payment Card Industry (PCI) and Personally Identifiable Information (PII) compliancy are strictly enforced• Document procedures/policies and provide support for all systems in the Scout Shops• Maintain an ongoing training program for employees to become proficient• Work with users to change and improve processes to reduce cost, increase efficiency, meet or beat acceptable industry standards

Charlotte, North Carolina Area

Contracted to Boy Scouts of America for Tier-3 Desktop SupportHands on desktop support for the National Distribution Center’s users. Responsible for maintaining master images (GHOST), inventory of computers, network connectivity and security of systems. • Desktop support to 130+ users• Supported computers, network LAN wiring, printers, and user applications• Maintained GHOST images• Worked with vendors on software support issues• Worked with IT support staff at BSA main office in Irvin, TX to insure IT standards were maintained

Monroe, Nc

Contracted to Tyco Electronics• Supervised team of technicians• Provided desktop, server, and telephone support (VOIP and PBX)• Supported over 150 users and all systems and workflow had to meet SOX compliancy• Audited and were found in compliance with SOX standards

Greensboro/Winston-Salem, North Carolina Area

Contracted to Wake Forest Baptist HospitalTechnical Lead at Wake Forest Baptist Hospitals providing support to multiple hospitals, clinics and University staff in a fast paced 180k plus node network. Provided on call 24x7 support with a one hour SLA. • Lead team of 8 to 15 technicians• Supported 180K node network for two hospitals and 25 lab offices• Provided 24/7 support• Scheduled after hours support and was backup as needed• Maintained all HIPPA regulations as it pertained to computer equipment

Greensboro/Winston-Salem, North Carolina Area

Contractor• Desktop support to A&T University for Active Directory Desktop Deployment project campus wide

Raleigh-Durham, North Carolina Area

Contractor• Desktop Support to LabCorp Industries in Burlington, NC deploying new computers.

Raleigh-Durham, North Carolina Area

Contractor• Desktop Support to Central Carolina Bank during their transition from Sun Trust Bank

Martinsville, Va

Desktop/Help Desk Manager at the Nautica Distribution Center. Supervised technicians at the DC in Martinsville, VA as well as support teams at three locations in Manhattan, NY. • Supervised 14 technicians• Rolled out Windows XP• Established documentation/policies• Prioritized calls• Planed upcoming events• Supported 385 retail stores• Monitored help desk phone coverage• Analyzed help desk performance and trend identification• Compiled daily and weekly call statistics• Negotiated with vendors for services

Greensboro/Winston-Salem, North Carolina Area

• Tier-3 support for technicians in the field providing support to AVAYA technologies• Interviewed candidates, hired/fired and trained• Monitored Service Level Agreement goals• Performed internal audits

High Point, Nc

Adjunct Professor teaching following classes• MS Applications• PC Concepts/Fundamentals• Networking Essentials• TCP/IP• HTML, DHTML, XML• Ethics and Management of Information Systems.

Greensboro/Winston-Salem, North Carolina Area

Information Technology Consultant to AT&T and AVAYA • Verified network accessibility• Installed and configured PCs• Verified interoperability of multiple complex applications• Solely responsible for developing and maintaining the master configuration GHOST images

Montevallo, Al

• Established and managed Help Desk• Responsible for all activities of Academic Computer User Services for the University• Responsible for software site licenses• Evaluated software and hardware• Advised faculty on integrating technology into classes• Managed budge ($5M)• Provided training to faculty and staff

Lynchburg, Virginia Area

• Established Help Desk• Supported PC Labs and 4000+ faculty and students• Selected, hired/fired, supervised, trained and scheduled PC lab technicians• Managed budget ($2M)

Lynchburg, Virginia Area

Lab Support Technician• Technical assistance to students• Incorporated technology in classrooms

Ft Bragg, Nc

Law enforcement.

Doctor Of Philosophy (Phd), Computer Technology/Computer Systems Technology

Master Of Science (Ms), Computer Technology/Computer Systems Technology

Bachelor Of Science (Bs), Sociology

Activities and Societies: Alpha Kappa Delta (National Sociology Honor Society)

Associate Of Arts And Sciences (Aas), General Studies

Education record